Job description

Incident Management

Track and document issues: Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).
Escalate issues: If unable to resolve, escalate complex issues to higher-level support or specialized teams (e.g., engineers or other partners).
Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to provide status updates within SLAs and confirm their problems have been resolved.

End User Troubleshooting and Issue Resolution

Troubleshoot and resolve issues that have been escalated from the Helpdesk
Review Evinova Product configuration files to determine root cause of end user issues
Reproduce issues on test devices if applicable
Review and resolve activation and configuration issues
Review and resolve missing user data issues
Liaise between callers and other Evinova teams, as needed (including engineering, vendors, etc.)

System Monitoring & Maintenance

Monitor system performance: Keep an eye on system performance and reliability, ensuring systems are functioning optimally.

System Releases

Propose change requests and new features to engineering teams for future releases
Upskill on new system releases and understand new functionality and support/ troubleshooting required

Collaboration and Communication

Coordinate with other Evinova teams: Work closely with other teams to resolve complex issues (including engineering, QA, product, etc.)
Communicate status updates: Keep users informed on issue status, expected resolution times, and any major system outages or updates.
Stakeholder interaction: Engage with different departments to understand specific technical needs and provide tailored support.
Meeting attendance: Attend key meetings and represent T3 issues (including meeting with other Evinova teams and T1 helpdesk)

Required Skills: 英文听说能力, 沟通/学习能力，

Communication: Strong engagement, communication and stakeholder management skills, including excellent presentation and influencing skills
Help Desk: Experience in software maintenance / help desk environment
Problem Solving: Proven experience of working with complex integrated systems, using creative and strategic thinking to deliver results

Required Technical Skills（optional）:

ITSM tools: experience using Jira, Confluence and Service Management tools
Monitoring Tools: Experience working with monitoring tools (Grafana / Kibana)
Device Troubleshooting: Experience troubleshooting device issues using applications like Browser stack
Configuration: Experience working with development and/or configuration of COTS solutions, that are configured based on customer needs
Database Usage: Experience understanding databases (eg., MongoDB / Microsoft SQL / Oracle DB) and writing basic tech queries in database
Application logs: Experience checking logs of multiple applications - eg., Sentry

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com

Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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